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    Field Service Lightning

    Have you heard about Salesforce’s field service lightning but not sure what is it and whether it could apply to your business?

    • Does my business need it ?

      Any business that employs mobile technicians, workers or contractors could use field service lightning.

      Why would I use it ?

      Field Service Lightning will allow your business to take service calls and allocate them to your  technicians or service staff out on the field, based on who has the right skills, who has the right parts and who is in the right location. This means your business could use field service lightning to deliver a service that meets your customer expectations and reduces your costs by ensuring jobs are scheduled efficiently, improving the number of jobs that are carried out correctly first time without the need for repeat visits

    • So what are my customers’ expectations?

      Customers want the right service technician, with the right tools and parts, on time, every time. The customer wants to be able to book a service appointment from any device — they don’t want to have to place a call to your customer service agents in order to request an appointment, or to cancel or reschedule that appointment. They want more visibility into what they can expect from their visit with a field agent, with the confidence that the job will get done on the first visit. Consumers are becoming more and more accustomed to up-to-the-minute information about events — from tracking a package to that Uber-like experience. Your customers want to know where the technician is, what time the technician will arrive, and how long it will take to complete the job.

      So how does Field service Lightning help me meet these customer expectations  ? 
      Customers want the right service technician, with the right tools and parts, on time, every time.

      The customer wants to be able to book a service appointment from any device – they don’t want to have to place a call to your customer service agents in order to request an appointment, or to cancel or reschedule that appointment. They want more visibility into what they can expect from their visit with a field agent, with the confidence that the job will get done on the first visit. Consumers are becoming more and more accustomed to up-to-the-minute information about events – from tracking a package to that Uber-like experience. Your customers want to know where the technician is, what time the technician will arrive, and how long it will take to complete the job.

    • So how does Field service Lightning help me meet these customer expectations ?

      • Field service lighting allow your service agents to easily create works orders, and gives them the visibility of customer information and knowledge base to ensure that it is the correct work order with the right level of information.
      • It allows dispatch staff to efficiently schedule jobs and dispatch work orders to ensure that job is paired with the technician who has the right skills and the right tools to complete the job first time.
      • It allows your mobile workforce to easily close work orders, track the parts they used, and provide service reports.
    • So what will it cost me ?

      Field service Licenses are split into technician and dispatcher licenses and sit on top of your purchase of Service Cloud licenses.You should contact Salesforce directly to get an idea of the cost.

    • So where do I go for more information ?

      Salesforce provide a number of trailheads(interactive learning paths) on exactly how to configure and use field service lightning. Follow the links below for more information